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Mews Logo Mews · IT - Software Development

Senior Customer Success Manager

United Kingdom Employment contract 70000.00 - 90000.00 GBP / Year · Job Posted May 29, 2026
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Job Description

As a Senior Customer Success Manager for the UK & Ireland, you'll own a complex portfolio of Mid-Market hotel groups and multi-property chains, acting as a trusted strategic partner at executive level. You'll set the standard for what great Customer Success looks like at Mews — building playbooks, mentoring peers, and driving measurable outcomes across retention, expansion, and payments growth. This is a net new, high-impact role joining a growing UKI cluster within a broader EMEA mid-market organisation of ~20 CSMs — at a company that just raised $300M in Series D funding and is powering 15,000+ properties across 85 countries.

Job Responsibility

  • Own a complex portfolio of Mid-Market hotel groups and multi-property chains, acting as a trusted strategic partner at executive level
  • Set the standard for what great Customer Success looks like at Mews
  • Build playbooks
  • Mentor peers
  • Drive measurable outcomes across retention, expansion, and payments growth
  • Lead executive-level business reviews, governance discussions, and strategic account planning
  • Own retention, Payments performance, and expansion outcomes end-to-end
  • Design and execute multi-property rollouts, adoption programmes, and group-level governance frameworks
  • Identify and qualify cross-sell and upsell pipeline (tied to 20% commission)
  • Build scalable playbooks, QBR templates, and best-practice artefacts
  • Informally coach and mentor CSMs on portfolio strategy, stakeholder management, and execution
  • Lead or materially contribute to cross-functional pilots and taskforces
  • Use AI-powered tools to improve workflows, reporting, and communication
  • Maintain high standards of CRM and CS data hygiene (Salesforce, Gainsight, Power BI)

Requirements

  • 5+ years in Customer Success, Account Management, or Implementation in B2B SaaS
  • Proven experience owning a complex, higher-value Mid-Market or enterprise-adjacent portfolio
  • Track record of leading strategic customer initiatives: multi-property rollouts, governance programmes, executive business reviews
  • Commercial mindset with clear impact on NRR, expansion, and Payments performance
  • Advanced communication skills with ability to influence and present at C-suite and exec level
  • Experience mentoring peers or contributing to team-wide operating standards
  • Technical fluency to frame integration, data, and workflow challenges conceptually and coordinate resolution
  • Comfortable with AI-powered tools and eager to experiment with new ways of working
  • Fluent English
  • a second European language is strongly preferred (Dutch, German, Spanish, French, or Italian)

Nice to have

  • Experience with Property Management Systems (PMS) or hospitality technology
  • Background in hospitality, travel, or an adjacent industry
  • Experience in a fast-growing, scaling SaaS environment

What we offer

  • Participation in our company share program
  • Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)
  • Unlimited paid holiday
  • Work from anywhere through Workation policy
  • Relocation options available after 1 year
  • Monthly EDGE time
  • Flexible, hybrid working options
  • One-off home office setup budget
  • Monthly working-from-home and healthcare allowances
  • 20% commission
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